Support Specialist

Onward; United States; Remote; USD 23,000 - 28,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Vision insurance

12 Company Holidays

Job summary

Onward is seeking a Support Specialist to join our remote team and be the voice of patient-friendly rides. You’ll handle rider inquiries, bookings, and escalations with empathy, coordinating with drivers and AI tools to ensure safe, on-time trips.

You will communicate in English, support Spanish- and English-speaking riders, and thrive in a fast-moving startup that values initiative, resilience, and collaboration from a remote setting.

Qualifications

• 1–2 years of experience in customer service or a similar role.
• Fluent in English (Bilingual preferred but not required).
• Calm, clear, and confident communicator, especially over the phone.

Responsibilities

• Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email.
• Support riders whose primary language is Spanish or English.
• Handle ride bookings, support requests, and AI-overflow calls with empathy and efficiency.
• Step in when automation needs a human touch - partnering with AI support agents
• Coordinate trip details with drivers and partners to ensure on-time, accurate service.
• Support riders with lost items, updated instructions, ETAs, cancellations, or delays.
• Keep support tickets up to date in Zendesk with clear, thoughtful communication.
• Flag recurring issues and edge cases to improve workflows and automation.
• Review and process refunds or credits, escalating when necessary.

Skills

Customer service

English fluency

Clear communication

Remote work

Tools

Zendesk

Sheets

Dashboards

Job description

Reports To :Senior Manager of Support & Dispatch Operations

Location :Remote (Anywhere USA) - Must be able to work PST schedule.

Pay Range: $17.00-$20.00/hr

Expected hours: 40.0 per week/some weekends/4-10 hour shifts

Overview

As a Support Specialist, you’ll be the voice and heart of our rider experience, ensuring that every trip is safe, smooth, and supportive. This role is perfect for someone who thrives on helping others, loves problem-solving, and is energized by working in a fast-moving startup environment.

What You’ll Do:

• Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email
• Support riders who’s primary language is Spanish or English
• Handle ride bookings, support requests, and AI-overflow calls with empathy and efficiency
• Step in when automation needs a human touch - partnering seamlessly with AI support agents
• Coordinate trip details with drivers and partners to ensure on-time, accurate service
• Support riders with common needs: lost items, updated instructions, ETAs, cancellations, or delays
• Keep support tickets up to date in Zendesk with clear, thoughtful communication
• Flag recurring issues and edge cases, helping improve workflows and automation
• Review and process refunds or credits, escalating when necessary

What You Bring:

• 1–2 years of experience in customer service or a similar role
• Fluent in English (Bilingual preferred but not required)
• Calm, clear, and confident communicator, especially over the phone
• Comfortable using multiple systems at once (Zendesk, Sheets, dashboards, etc.)
• Strong organizational skills; detail-oriented even in high-pressure moments
• Self-starter who thrives in a remote environment—resourceful, proactive, and able to learn quickly without constant oversight
• Eager to grow - curious, adaptable, and motivated to expand skills as Onward evolves
• Team player who collaborates easily but can also operate independently
• Positive, compassionate, and professional approach to every interaction
• Flexibility to work weekends and holidays as part of a full-time schedule
• A genuine interest in Onward’s mission believing that safe, supportive rides can transform healthcare access
• Bonus Points: Experience with healthcare, medical terminology, or transportation support

Why Join Onward?

• Be part of a mission-driven company making healthcare transportation more humane and accessible
• Work alongside a supportive, collaborative team that values curiosity and problem-solving
• Opportunities to shape new processes and contribute to Onward’s growth
• Remote-first culture with a strong focus on connection and belonging

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Expected hours: 40.0 per week/some weekends/4-10 hour shifts

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• 12 Company Holidays